2. Contact Center Mobility Ben Eisner President CosmoCom Americas

3. 3 Empowering the Reachable Enterprise CosmoCom provides a leading all-IP, multi-tenant, inbound/outbound contact center platform Our mission is to optimize communication between organizations and their customers. Our contact center systems are making enterprises more reachable & responsive, improving the customer experience, and reducing costs for companies on every continent.

4. 4 Intersecting Trends –Increasing customer expectations –Expanding communications channels –Distributed mobile workforce. Emerging drivers for customer care strategies –Care Providers –Care Consumers Architectural and functional requirements of connecting with mobile informal care-givers. Conceptual vertical industry use cases Contact Center Mobility

5. 5 Outline Market Drivers Solution Enablers Solution Examples

6. 6 Four Key Market Drivers Customer Care by the Enterprise Customer Care by the Market Prospect Care by Everyone Everyone is Mobile

7. 7 Customer Care by the Enterprise “The company is the contact center” –customer care by information workers –often mobile Cost and effectiveness objectives –contain formal agent costs –provide faster, better resolution Hurdles: mobile informal agent empowerment  work flow –availability, quality, cost-effectiveness

8. 8 Customer Care by the Market “The market is the contact center” –customer care by expert enthusiasts –often mobile Cost and effectiveness objectives –decrease formal agent costs –provide faster, better resolution Hurdles: mobile informal agent empowerment  work flow –availability, quality, cost-effectiveness

9. 9 Prospect Care by Everyone “Everyone is the contact center” –prospect care by sales force or enthusiasts –often mobile Revenue-based objectives –increase return on marketing investment –increase sales force productivity Hurdles: mobile informal agent empowerment  work flow –(availability, quality and cost-effectiveness)

10. 10 Contact center communication support Intelligent routing – skills and presence Detailed caller info with call Inquiry and transaction enablement of agent Management Tools –Tracking –Reporting –QA With mobility: none of the above

11. 11 Everyone is Mobile IDC 209883E, March 2008  Mobility data depend on region, vertical, size, worker category  Informal care agents are typically mobile: information workers, sales associates, and expert enthusiasts are not predictably fixed

12. 12 Outline Market Drivers Solution Enablers Solution Examples

13. 13 Four Key Solution Enablers Consolidation 2.0 Next Gen Wired WANs Next Gen Wireless WANs Empowerment of mobile informal agents

14. 14 Consolidation 2.0 One contact center platform that consolidates... Functions Channels Agents Applications

15. 15 Next Gen WANs Next Gen Wired WANs –global MPLS WANs with PSTN gateways –routinely available through global comms Next Gen Wireless WANs –2G voice plus GPRS/EDGE/3G data –3G not yet pervasive

16. 16 Informal agents on the Go! Site 1 Contact Ctr Environment Site n BackOffice  SmartPhone Agent  2G TDM voice  GPRS/EDGE/3G IP data  GPRS/EDGE/3G IP data  Full Call Center CTI features  Full Call Center CTI features  Switched voice and IP presence-aware  Fixed formal agent empowerment in pocket of mobile informal agent

17. 17 Outline Market Drivers Solution Enablers Solution Examples

18. 18 Example Use Cases IndustryUse Case Automobile DealershipsProspect Care by mobile sales associates Real Estate BrokersBuy-side/sell-side Prospect Care by mobile brokers Utility Field Force Response Customer/Prospect Care by mobile field force Consumer Electronics Ecosystem Customer/Prospect Care by mobile expert enthusiasts Medical Emergency Response Critical Patient Care by nomadic/mobile ER staff

19. 19 Solution Examples A Dramatization Business Case & ROI Considerations

20. 20 Video Automobile Dealership Prospect Care by Mobile Sales

21. 21 Message of the Video: Dual Benefits Responsive VIP Care by Mobile Sales –fixed formal agent empowerment in pocket of mobile sales associate –prospects highly satisfied, retained, buy Enterprise Ownership and Control –prospect/customer ownership managed & maintained –data doesn’t go with the employees’ mobile phones –tracking and reporting enables management & rewarding performance –real-time and post-call supervisor review aids training and QA

22. 22 Solution Examples A Dramatization Business Case & ROI Considerations

23. 23 U.S. Auto Dealership Market Factoids 21,000 stores, $675B revenue Employ 700,000 people, including 230,000 sales associates 20% of all retail sales 25% of all state government revenue 59% new, 29% used, 12% service and parts Publicly held represent < 10% market share 100M inbound calls, 500M outbound calls $10B spend for Dealer Management Systems, Customer Relation Management solutions $8B spend for marketing 80% of purchases begin on-line, but only 12% of ad budget Four Major Pain Points:  low prospect retention  low return on marketing investment  low sales force productivity  unresponsive mobile sales

24. 24 Example: CarCountryWorld 15 regional groups, 257 dealerships, 37 car brands Revenue$19B New and used units sold600,000 Percent revenue from new cars59% Percent from new prospect calls8% Gross Margin5.3% New prospect calls/franchise per day 2.3 Prospect retention rate 85% Retained prospect closure rate 10% Objective: increase prospect call volume, retention, and closure

25. 25 VIP treatment increases ProspectVIP treatment increases Prospect volumevolume retentionretention closureclosure Company oversight increasesCompany oversight increases revenuerevenue profitprofit ROMIROMI sales force produc- tivitysales force produc- tivity ROI

26. 26 Contact center communication support Intelligent routing – skills and presence Detailed caller info with call Inquiry and transaction enablement of agent Management Tools –Tracking –Reporting –QA With mobility: of the above all none

27. Contact Center Mobility Thank you from CosmoCom